Secrets of CX success

We help brands address the most important boundary in any organisation: the one between itself and its customers. What happens at this critical interface can mark the difference between businesses that win big, or lose spectacularly. Our proven, structured approach is designed to guide our clients to Customer Experience (CX) success.

We start with strong data foundations, looking across the business at which trends, behaviours and motives are driving customer interaction. From the outset we set customer growth metrics that build excitement and passion across the organisation while providing an unambiguous benchmark for measuring the impact of CX innovation.

Customer journey maps can be totally transformational. We workshop with cross-departmental teams to find a common view and identify the moments that matter most to customers. Together with data analysis we use the journey map to inform every aspect of our clients’ digital marketing.

A voice of the customer (VoC) programme allows us to better understand customers’ engagement with the brand. We monitor multiple sources of data – from surveys to social – enabling us to predict customer needs and respond in ways that add real value to the journey.

Now we’ve structured a top-down, cross company approach, it’s time to deliver. Customer Experience Management (CXM) is where we bring the creativity that gives client brands life and personality through the eyes and ears of the customer. And because we’re measuring each stage of the customer journey, we can identify those experiences with the strongest potential to impact ROI and growth.